Gainsight Administrator

Responsibilities

• Own and build the Customer Health Score from the ground up: define the measures, scoring methodology, and weighting that reflect real risk and opportunity, and keep them accurate as the business evolves.
• Design and maintain the Customer 360 (C360) so CSMs, Renewal Managers, and leadership get a single, trustworthy view of every account at a glance.
• Build and own Gainsight playbooks and CTAs that turn customer signals into clear, repeatable actions for the CX team, then refine them based on what actually moves outcomes.
• Own account assignments and territories for CSMs, keeping coverage aligned and current in Gainsight as the customer base and team grow.
• Configure, deploy, and administer the broader Gainsight platform, including dashboards, reports, end-to-end workflows, and system integrations.
• Build and maintain reporting and dashboards in Salesforce that give CS and leadership clear, real-time visibility into customer health and team performance.
• Partner with cross functional stakeholders to gather requirements that touch Gainsight and the CRM, and configure the system to meet those needs.
• Identify the key metrics, data sources, and feed frequency that feed health scoring and reporting, and work with internal teams to keep that data clean and current.
• Manage day-to-day platform support: field questions and ad-hoc requests, monitor system performance and data integrity, and surface recommendations for improvement.
• Create enablement documentation and train the CX team on new processes, tools, and Gainsight functionality as it rolls out.
• Spot opportunities to improve existing tools and processes, prioritizing efficiency across the post-sale organization.

Requirements

• Required
• 3-5 years of hands-on Gainsight administration experience.
• Demonstrated ownership of health scoring, C360 configuration, and playbooks/CTAs in Gainsight (Rules Engine, scorecards, Cockpit, Journey Orchestrator).
• Strong grasp of CS Ops fundamentals and how customer data drives proactive engagement.
• Comfort gathering ambiguous business requirements and translating them into scalable configuration.
• Clear communicator who can work across personality types, learning styles, and functions.
• High degree of ownership and a systems mindset for breaking down complex operational problems.
• Preferred
• Gainsight Administrator certification.
• Salesforce integration experience and familiarity with how Gainsight and the CRM share data.
• 2-3 years supporting Customer Success and Renewals teams in Salesforce.com across reporting, renewal forecasting, and dashboards.
• Background in CS Ops, revenue tech, or CRM administration.
• Direct experience with data and analysis activities.

Benefits

Additional Information

About Delinea: Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea's leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle - across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities - including workforce, IT administrator, developers, and machines - assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com , LinkedIn , X , and YouTube . Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you. Apply today to help us achieve our mission. Role Overview You will own the Gainsight platform end to end and turn it into the system our Customer Experience team actually runs on. This is a hands-on, individual contributor role for someone who knows how to architect health scoring, build a C360 that managers trust, and design playbooks and CTAs that drive proactive customer engagement rather than busywork. You'll partner across CS, Support, Professional Services, and Operations to translate how the business thinks about customer health into configuration that scales as we grow.

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